Horst Schulze
👤 SpeakerAppearances Over Time
Podcast Appearances
Well, I could do that.
First of all, we did that very carefully.
I didn't just say it.
I thought about it for a very long time.
It was an economic decision.
I didn't want to lose a customer, because a customer that leaves unhappy becomes a terrorist against your company.
You cannot afford that, really.
I knew from the behavioral analyst that 96% of complaints is people that want to get rid of their frustration.
I thought they complain on the front desk or the concierge.
No, they don't.
They complain to anybody who listens.
Anybody listens.
And if you don't accept it... So I had to make sure that a busboy would accept as his TV the TV that didn't work.
And so I didn't want...
customers to run out there and be unhappy.
My guest is well connected.
He calls his travel agency and said it was no good.